Change Management

The objective of change management is to ensure prompt handling of a change in a standardized process with minimized risk.
ServiceDesk Plus – MSP allows you to classify account specific change management process in such a way that the technicians, CAB and Change Manager can be provided access specific to their Account.

Life cycle of a change request in ServiceDesk Plus – MSP

Creation

A change request can be initiated either from the change request form or it can also be created through an incident which helps in avoiding creation of unnecessary change request creation.

Incident & Problem Association

You can manage all the incidents and problems which led to this change in a single unison and handle those tickets associated efficiently.

Planning

In this stage a step by step plan is laid to implement the change , starting with possible Impact created while implementing the change. A Roll out and an alternate implementation plan can be documented with the list of check list necessaryto proceed with change.

Approval Process

The tool enables to send approval mails to the CAB member and can get their recommendations without logging into the tool. Based on the recommendations from the change advisory board the change manager can approve or reject the change.

Implementation

The change process can be split into multiple tasks and shared among the other technicians involved in the change process. The Task can be scheduled and classified individually. You can also charge your clients add work log on the amount of time spent by each technicians.

Review

After the change is implemented the complete feedback & review on the change process can be documented for future references.